Night Concierge

deverellsmith are working with a leading business in the Build to Rent sector. We're looking for a flexible, hard-working Concierge to join the already successful team.

The Concierge team is the glue that holds everything together. Front and centre is Customer Service; you're the first impression when greeting and welcoming prospective customers, and you create a lasting impression on residents that makes them go out and preach the good word of the business to the masses. You love them and they love you.

Day-to-day you'll:

• Welcome everyone to the building like it's the best day ever - even if it's not
• Build rapport with our residents to help make them feel at home
• Handle enquiries in person, by phone, and over e-mail, making sure that you're friendly and professional listening carefully to fully understand the individual's needs
• Empathise with our residents when something has gone wrong, taking accountability to make it right if you can and escalating to the appropriate person when you can't.

It's a very active building with a very active Front of House, and so you'll need composure, attention to detail, and pride in the job to do well in this role. As a snapshot of an average day or night, you could be:

• Supporting the Concierge at the front desk (and deputising when they're not available)
• Assisting internal stakeholders, e.g. by screening calls and taking messages for the Estates and Property teams
• Creating a great first impression of the building by maintaining high standards of cleanliness and tidiness throughout the Reception and other Landlord areas
• Processing mountains of deliveries (thanks, Amazon…) and signing out resident and management keys and fobs, all using the business management system
• Welcoming visitors, couriers, takeaway drivers, etc., and giving them access to our lifts
• Helping with contractor orientation, getting them where they need to be, and collecting their worksheets when they finish
• Some light Housekeeping after the cleaning team has finished for the day, e.g. mopping up a spillage in the lifts, replenishing consumables (toilet paper, hand wash, etc.), sweeping up some rubbish in a bin store, etc.

Safety and security are also super important and everyone has their part to play. For your role, safety and security involve:

• Looking out for suspicious activity and alerting the Senior Estates Manager to any immediate concerns
• Providing clear, concise written reports with appropriate evidence
• Taking action in the event of an emergency, e.g. calling the Emergency Services
• Ensuring all non-residents sign in and out of the Site Visitor Log
• Controlling Building and Estate access - resident lock-outs, lift access for guests, couriers, takeaway drivers, vehicle access
• Checking CCTV regularly to make sure all parts of the development are secure, and using the CCTV software to locate evidence and download it ready for internal investigation or to be handed over to the Police
• Keeping the Access Control software database up to date, creating new fobs as required and deleting lost or stolen items
• Daily Maintenance and Health & Safety checks of the common areas of the building, looking out for slip / trip / fall and other hazards, fire loading, blocked exits, etc. and taking initiative to safely remove the risks, or adequately control them until management is informed
• Daily checks on all Plant and Fire & Life safety equipment, including the Building Management System
• Calling Lift Servicing and Maintenance Contractors if a lift breaks down, or someone gets trapped inside a lift car
• Escalating any issues to the Senior Estates Manager, or the appropriate contractor if an emergency is found outside office hours.

This isn't a management role and so there are no direct reports, however you'll get to work with plenty of exciting, fun colleagues, including four other Concierges that make up the rest of your superhero crew!